Customer Service Home Health

*** *. ********* ***** ******, WI ***** 608-***-**** (C) . E-mail

***********@*******.***

SUE ZIMMER

Senior management professional with 20+ year's successful leadership

experience managing, coaching, motivating and inspiring staff and helping

organizations grow. Results oriented critical thinker and creative writer,

problem solver. Energetic, creative thinker and communicator with strong

speaking, writing and training skills.

SUMMARY OF QUALIFICATIONS

. 15+ years of mid-level and senior management and operations experience

working in diverse-department settings, successfully managing budgets of

more than $20 million

. Excellent written and verbal communicator, created and edited newsletters

and corporate marketing materials.

. Superb mentor, inspirational leader who supervised management and entry

level team members and who motivated those team members to peak

performance while maintaining high morale and low turnover.

. Exceptional problem solver and creative thinker.

. Corporate media representative and spokesperson.

. Inquisitive and adaptable; embrace change readily and able to lead team

into change.

. Team player and leader who embraces the mission and vision of an

organization 100%

. Skillfully managed relationship building, community support and customer

service to enhance program growth.

. Energetic, enthusiastic trainer who likewise energized and enthused

participants while imparting information understandably and creatively to

diverse size and make-up of audiences.

SELECTED CAREER ACHIEVEMENTS

Senior Management and Operations

. Achieved citation-free State survey within 10 weeks of hire in an elderly

residential facility previously fined over $4,000 in state surveys.

. At Home Health United, reorganized immunization program improving

processes and forms resulting in 15% growth in profit. Revised

communication/development functions into new Department: unified/hired

staff; refined functions and processes to decrease expenses15% first

quarter; changed direct mail letter approach to increase donations 20%.

. Increased residency of dementia facility by 50% within six months of hire

through improved care, and activities, family relations and improved

facility conditions.

. Led transition of struggling Home Health United Visiting Nurse Foundation

into new, viable organization with increased visibility and 20% increase

in donations in first quarter.

Mentor, Inspirational Leader

. Within same 10 week period in residential facility, improved personnel

satisfaction from 2.75 to 3.98 on 4 point scale and reduced personnel

turnover by 30%

. At Home Health United, one of three agency leaders selected to

participate in county project to analyze home health employee satisfaction

and retention strategies.

Creative Thinker

. Conceptualized and organized first annual golf fundraiser: first year

income of $20,000 and 15% annual increases.

. At Rural Insurance, created newsletters and modified in-services to

support and illustrate customer service and personal growth seminars.

. At Alzheimer's Alliance, marketed Dementia Specialist training to new

audiences with new more economical approach for them as means of

expanding program growth.

Writer, Speaker and Trainer

. Successfully helped write $200,000 HUD 202 grant for elderly housing and

facilitated rent-up and management of completed property. Property filled

within three months.

. Assisted in writing of successful plans and grants for start up licensed

health care agency at Independent Living, Inc.

. Successfully wrote and managed funding of over $3 million in grants for

in-home care programs at not-for-profits, personally presenting to public

funding sources when needed to illustrate and expand on cause.

Susan Zimmer page 2

. At Rural Insurance, certified to train personal growth seminar,

"Investment in Excellence." Facilitated three-day program for all board

members, executive staff, agency managers and agents, and all home-office

personnel. Adapted program for in-services as requested by agency

managers and department managers. Received consistent accolades from all

participants.

. First president of Wisconsin Association of Insurance Trainers

. At Home Health United, helped develop web-content of first web site of

organization.

. Actively involved in conception of and oversight of production of

television and radio commercials with advertising agency at Rural

Insurance. Advertising campaign resulted in 20% increase in sales of auto

insurance line.

Relationship Building, Public Relations, Marketing and Customer Service

. In elderly dementia facility, improved resident families' satisfaction

scores from 3.9 to 4.5 on 5 point scale, within 90 days.

. Increased residency in dementia facility by 50% in 10 months.

. Increased number of Dementia training programs scheduled at Alzheimer's

Alliance by 50% in 10 months.

. Part of first group of Life Office Management Associations "Associates In

Customer Service"

. Wrote own customer service curriculum and materials for Rural Insurance

and trained all claims and customer service representatives and

administrative staff.

Embraces Mission and Vision of Organization

. Employee of the Year for Independent Living in 1999

. Served as designated corporate public-involvement liaison officer for

Rural Insurance

. Served at United Way Campaign Coordinator at Home Health United for three

years

PROFESSIONAL EXPERIENCE

Training Specialist 2009-

2010

ALZHEIMER'S & DEMENTIA ALLIANCE OF WISCONSIN

Executive Director, Madison Burke Road Campus

2008-2009

HARBOR SENIOR CONCEPTS

Director Community Health Services & Communications, Development

And Marketing 2003-

2007

HOME HEALTH UNITED

Director of Operations & Client Services

1993-2002

INDEPENDENT LIVING, INC.

Manager, Training, Marketing & Agent Sales Incentives Program

RURAL INSURANCE COMPANIES

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Arts (BA), University of Wisconsin - Eau Claire, English &

Speech Education

Post graduate communications, University of Wisconsin - Marshfield

Post graduate education; University of Minnesota - Minneapolis

University of Wisconsin - Madison, Marketing; Writing & Photography; Fund

Development

Seattle Washington; Lou Tice, Investment In Excellence, Certification

Life Office Management Association (LOMA): Associate in Customer Service

(ACS)

Volunteer Activities & Personal Interests

Girl Scout & Cub Scout Leader

Church Council Member

Gardening, Needlework, Cooking

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